Internet stopped working after extra Gateway delivery — need Xfinity Support

Hello Xfinity Support,

I am writing on behalf of my mother, [Edited: "Personal Information” , the account holder. We urgently need your assistance restoring her home internet service and resolving an issue involving two Xfinity Gateways.

1. Background and equipment issue

On November 2, 2026, we picked up an Xfinity Gateway from an Xfinity store and activated it successfully. The internet worked normally.

However, Xfinity had also arranged shipment of another Gateway through FedEx, even though we had already picked up and activated the equipment ourselves.

On November 3, we contacted Xfinity Support through live chat and requested cancellation of the unnecessary shipment. The representative, Rishikesh, confirmed that the request would be forwarded to the appropriate department and assured us that our active Gateway, internet service, and plan would remain unchanged.

Our previous support case number is available upon request through private messaging.

Despite this request, the additional Gateway was delivered by FedEx on November 4.

2. Internet stopped working

On November 4, the same day the second Gateway arrived, my parents lost their WiFi connection.

The original Gateway is a TECHNICOLOR CGM4331COM, which we picked up at the Xfinity store.

• The Gateway has a solid white status light.
• The home WiFi network name is visible on their phones.
• However, their phones cannot successfully connect to the WiFi network.
• Their Smart TV may also be affected.
• The Xfinity account currently lists two Gateways: TECHNICOLOR CGM4331COM and ARRIS TG4482A.
• The account shows a $0.00 balance, and the internet plan is still listed as active.

We have not activated or connected the additional Gateway delivered by FedEx.

3. Troubleshooting already completed

On November 5, we used Xfinity Assistant and selected the original TECHNICOLOR Gateway for troubleshooting.

The automated diagnostics reported that:

• The internet signal to the home appeared healthy.
• No area-wide service outage was detected.
• The network and equipment settings appeared normal.

However, the WiFi connection problem remains unresolved.

We also tried repeatedly to reach a live representative through Xfinity Assistant, but the automated system kept returning us to the same troubleshooting questions.

4. Unanswered phone calls and language assistance

On November 4, Xfinity called my mother three times.

Unfortunately, she speaks Russian and does not understand English well enough to communicate with customer service. She was unable to understand the reason for these calls.

Please review the account notes and explain why Xfinity attempted to contact her three times.

We strongly prefer written communication through the email address associated with the account or private messages on the Xfinity Community Forum.

If a telephone call is necessary, please arrange for a Russian-speaking interpreter at the beginning of the call.

Please do not rely on English-only phone calls to communicate important account information or request authorization for changes.

5. What we are requesting

We kindly ask Xfinity Support to:

1. Investigate why the WiFi stopped working on November 4.
2. Verify which Gateway is currently activated and correctly registered to the account.
3. Check whether the additional Gateway shipment or equipment registration caused any disruption.
4. Restore the WiFi connection using the original TECHNICOLOR Gateway.
5. Review our previous support case and confirm the proper procedure for returning the unnecessary second Gateway without affecting our existing service or creating additional charges.
6. Explain the reason for the three phone calls to the account holder.
7. Confirm that our existing internet plan and service will remain unchanged.

We do not authorize cancellation of our internet service, changes to our plan, or replacement or reactivation of equipment without our explicit confirmation.

Please have an official Xfinity Support representative respond and contact us privately if account verification or additional information is required.

My parents depend on this internet connection, and we would greatly appreciate prompt assistance.

Thank you for your understanding and support.